Case Specialist
About this role
About Payoneer
Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.
By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.
What’s the job?
This role is responsible for resolving customer complaints effectively and empathetically for our Chinese customer. This role will work closely with stakeholders include but not limiti to PR and legal and global case specialist teams, ensuring that customer concerns are managed professionally, efficiently, and in alignment with Payoneer’s policies and standards.
Key responsibilities:
- Case Handling: Serve as the primary point of contact for all Major China-related customer complaint to efficiently handle and resolve customer cases, ensuring high customer satisfaction.
- Communication: Provide timely and accurate updates to customers on the status of their cases, maintaining transparency and effective communication.
- Collaboration: Work closely with the local and global team to ensure consistency in case handling and adherence to company policies and procedures.
- Escalation Management: Proactively identify and escalate complex cases to the team manager, providing clear insights and progress updates. Continuously identify areas for improvement in the complaint handling process and implement changes to enhance customer experience.
We’re looking for:
- Motivated self-starter who can learn quickly in a fast-paced environment
- Service-oriented mindset and understand client service and operations
- Passionate and committed professional with excellent interpersonal skills
- Strong work ethic and accountability
- Great team player who cares and willing to help other colleagues
- Strong influencing skills internally & externally
- Solid organizational skills including attention to detail and multitasking skills
- Strong analysis and presentation skills
- Able to work in China
Qualifications:
- Bachelor’s degree or above
- English CET-4 level above
- Native Chinese speak
- 10 years+ working experience, with 5 years+ working experience in customer experience-related domains
- 5 years+ working experience in MNC (multi-nation company) environment
- Fintech/Payment/eComs working experience is a strong plus
The Payoneer Ways of Working
Act as our customer’s partner on the inside
Learning what they need and creating what will help them go further.
Do it. Own it.
Being fearlessly accountable in everything we do.
Continuously improve
Always striving for a higher standard than our last.
Build each other up
Helping each other grow, as professionals and people.
If this sounds like a business, a community, and a mission you want to be part of, apply today.
We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.
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